Other
Boutique Consulting Firm
Client Size (Annual Revenue): Under $100M
Contracting Firm: Baker Strategy Group
Type of Engagement: Market Assessment
A consulting firm headquartered in the US with offices in 10 countries sought to develop a new consulting program in the US. This company hired Baker Strategy Group to perform an assessment of the overall attractiveness of the market. The result of the assessment provided a basis for the firm’s collaborative and competitive market entry strategy.
Home Warranty
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Employee Retention
A small 1,500-employee subsidiary of a Fortune 500 home services company wanted to understand how to improve workplace satisfaction among its employees. The consulting team measured employee satisfaction through a web-based survey and performed advanced statistical analysis. The results of this program showed that improvements in managerial training would have the greatest impact on overall employee satisfaction.
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Call Center Effectiveness
A small 1,500-employee subsidiary of a Fortune 500 home services company was devising processes for call handling at its US call centers and needed to know which solution performed the best in the customer’s eyes. An intervention study was conducted by a consultant team using control groups and test groups. The results identified processes that had clear impact on customer satisfaction and retention, providing the research needed to form the operations plan.
Internet Search Engine Provider
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Customer Feedback
This well-known internet search company regularly collects feedback from its vast customer base. It needed assistance in interpreting the findings, analyzing the results, and recommending adjustments to features offered. A partnering firm invited us to assist with the data analysis. The success of this small project has lead to follow-up assignments.
Marketing Communications Company
Client Size (Annual Revenue): Under $100M
Contracting Firm: Baker Strategy Group
Type of Engagement: Strategic Planning/Development
A small creative services company had a strategy of providing corporate services centered around “digital storytelling.” The company president sought advice on designing a corporate branding framework to form the basis for client engagements. This engagement delivered the basis of the brand development process that is used today.
Publisher
Client Size (Annual Revenue): Under $100M
Contracting Firm: Hile Design
Type of Engagement: Customer Lifetime Value Analysis
This large publisher of Catholic books and periodicals serves a broad range of consumers. Baker Strategy Group analyzed over 1,700 survey responses to create a customer segmentation scheme. Our final recommendations identified three key customer portfolios that provide this client with the best revenue and profit growth opportunities.
Client Size (Annual Revenue): Under $100M
Contracting Firm: Hile Design
Type of Engagement: Product/Service Innovation
This publisher has an extensive list of books, periodicals, studies, training materials, commentaries, and other reading materials. Deciding what to publish for whom is a complex process, and they sought assistance from a consulting team. Through industry experience and customer research the team identified key attributes of the products that appeal to different customer portfolios. The client is now incorporating these insights into future publication and operational decisions.
Quick Serve Chain
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Customer Segmentation
A $1.5 billion Fortune 1000 food service company had developed multiple customer segment groups based on customer attitudes and behaviors. However, this company was unclear how to connect the segments to everyday operations. By applying customer profiling and cluster analysis, a consultant was able to help this client identify the key target segments for future growth.
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Competitive Assessment
A $1.5 billion Fortune 1000 food service company has two direct competitors. The company wanted to know how it measured up against these competitors in the customers’ eyes. A consultant ran a competitive assessment across all three companies. The results identified clear strengths and weaknesses for each customer segment relative to the competitors. The client was able to build this learning into the brand development strategy for 2005.
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Brand Strategy
A $1.5 billion Fortune 1000 food service company wanted to know how their brand image measured up against its two top competitors among various consumer portfolios. The client collaborated with a consulting team to estimate brand equity relative to the competition for each of these segments. The result was a clear understanding of product and service strengths and weaknesses for each customer portfolios.
Regional Bank
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Competitive Assessment
A regional bank spent years developing a customer-focused culture, but it had no method for benchmarking its performance against national competitors. A consultant team designed a syndicated survey of over 2,500 respondents measuring the performance of ten of the top banks. The results provided the client a detailed competitive landscape across all aspects of the lending process, enabling it to develop operational improvements as well as an enhanced market positioning strategy.
Residential Cleaning
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Customer Feedback
This home maid service was having trouble keeping customer retention high. A consultant measured the Voice of the Customer along every touch-point in the process. As a result, the client discovered that staff interactions, ordering, scheduling, and regular cleaning were highly rated by customers. Special cleaning situations, however, was the area where customers provided low ratings. With this new information, the client initiated efforts to improve and standardize its special cleaning procedures.
Residential Lawn Service
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Employee Retention
A $1 billion subsidiary of a Fortune 500 home services company understood that satisfied employees leads to satisfied customers, but it did not know how to improve employee satisfaction. A consulting team measured and analyzed employee opinions and demonstrated that reducing employee workload would improve employee satisfaction and actually increase customer retention. This analysis gave managers a clear business argument for adding work resources.
Residential Pest Control
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Strategic Planning/Development
A $1 billion business of a Fortune 500 home services company needed to coordinate branch operations plans for 250 branches throughout the US. A consultant team designed an online action planning system that gave operational tools for branch planning and executive management review. The result was a simple, interactive system for collaborating internally. One regional manager stated, “This is the best operational information I’ve seen here in 20 years.
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Customer Segmentation
This $1 billion subsidiary of a Fortune 500 home services company wanted to rethink its customer segmentation approach. As part of a larger customer satisfaction program a consultant designed customer portfolios based on satisfaction and loyalty. As a result the client was able to better promote its services through targeted loyal customers.
Revenue: Over $1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Customer Lifetime Value Analysis
This $1 billion subsidiary of a Fortune 500 home services company wanted to know how to increase the retention of its most profitable customers. After identifying the target customer portfolios, a consultant and analyst calculated the total annual revenue benefit for each portfolio through retention, referrals and cross-selling opportunities. Armed with this information, the client was in a better position to effectively allocate resources to serve these customers.
Residential Repair Services
Revenue: Over $1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Value Chain Analysis
A $1.3 billion business of a Fortune 500 home services company wanted to determine the impact process improvements had made on customer retention rates. Consultant analysis identified service call-backs as a key driver of customer retention and the client then began work with the consultant to identify and evaluate companies to serve as the provider of after-service customer care calls.
Revenue: Over $1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Customer Retention
A $1.3 billion subsidiary of a Fortune 500 home services company wanted to determine the impact that process improvements would have made on customer retention rates. This client worked with a consultant to measure customer satisfaction before and after process implementation. By applying advanced data modeling techniques, the client was able to identify key initiatives that had the greatest effect on improving customer retention.
Residential Services
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Call Center Effectiveness
This $1.3 billion subsidiary of a Fortune 500 home services company knew anecdotally that customers appreciate service follow-up calls. However, the labor time to make these calls is costly. Before rolling out this call process to all branches, the client wanted to determine the impact these calls had on customer retention. A consultant analyzed data comparing service-with-calls and service-without-calls and determined there was a clear business case for investing in resources to make these calls.
Revenue: $100M-$1B
Contracting Firm: CFI Group
Type: For Profit
Engagement Type: Employee Retention
A $3.9 billion Fortune 500 home services company with 9 business units and 38,000 employees had identified employee satisfaction as one of three strategic initiatives for the fiscal year. This client turned to a consulting team to measure employee satisfaction and identify the drivers of employee retention. The results uncovered key strategic areas where the client could allocate resources to improve its employee retention rates.
Telecommunications Provider
Client Size (Annual Revenue): Under $100M
Contracting Firm: MOVE Communications
Type of Engagement: Customer Feedback
A network solutions company was experiencing low sales. This client turned to a consultant team to better understand how customers perceive its service offerings. Through direct interviews with existing and lost customers, we identified the areas where our client was under performing and provided specific recommendations for improvements.
United States Military
Client Size (Annual Revenue): Over $1B
Contracting Firm: CFI Group
Type of Engagement: Product/Service Innovation
This branch of the US military provides activities and support for our troops and their families. The military sought a consulting team to assist in better understanding what military families really needed. Qualitative interviews uncovered key service attributes that, if improved, would provide the most value to families and increase their use of these services.
